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Tesla confronts Service complaints with new AI-backed strategy

Tesla will use a new AI Agent to help expedite Service claims and improve communication with customers.

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Credit: Tesla

Tesla is implementing a new AI-based strategy to improve service for owners. Service has routinely been among the biggest complaints of owners, although it has improved drastically over the past few years.

Some of the complaints that Tesla has received regarding its Service platform have evidently been used to develop new strategies to not only streamline the entire experience but also to make things easier for the company, which deals with many claims each week.

As a result of complaints in the past, Tesla has used various strategies to make things better for customers. However, the latest improvement comes as a result of AI, something Tesla leans on in many facets of its business.

Tesla adds ingenious solution to app to streamline Service appointments

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Tesla’s AI and IT Infrastructure, Cybersecurity, and Vehicle Service head Raj Jegannathan said on X this week that the company is rolling out a new AI Agent specifically designed to handle service comms with customers.

He said the new Service AI Agent will detect delays in communications between the company and the customers, monitor the sentiment of these conversations, and auto-escalate certain claims directly to leaders.

It will also allow customers to type the word ‘Escalate’ in the message center portion of the phone app after two weeks of delays. This will help customers reach higher-ups more easily and likely will eliminate the complaints that many have had over the past few years.

The company is rolling out the AI Agent in ten pilot locations to start. Its first day being active was May 8.

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Jegannathan said:

“Tesla Service’s new AI Agent detects comms delays, monitors sentiment, & auto-escalates to leaders. Starts tomorrow at 10 pilot locations. In 2 weeks, type “Escalate” in ‘message center’ to reach managers. Guardrails in place to prevent abuse. We’ll keep improving!”

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Service has had a lot of interesting strategies used to improve things, but it has definitely been a weak point of the Tesla ownership experience. In a perfect world, vehicles wouldn’t need repair for anything, but that is not realistic.

Instead, Tesla has worked to expedite the entire Service experience through various strategies, including F1-style service, and a goal to fix two-thirds of repair claims within the same day.

Parts availability sometimes takes this goal out of reasonableness, but these constant attempts at improving the repair experience show Tesla is doing what it can to make things better for owners.

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Joey has been a journalist covering electric mobility at TESLARATI since August 2019. In his spare time, Joey is playing golf, watching MMA, or cheering on any of his favorite sports teams, including the Baltimore Ravens and Orioles, Miami Heat, Washington Capitals, and Penn State Nittany Lions. You can get in touch with joey at joey@teslarati.com. He is also on X @KlenderJoey. If you're looking for great Tesla accessories, check out shop.teslarati.com

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Tesla FSD (Supervised) could be approved in the Netherlands next month: Musk

Musk shared the update during a recent interview at Giga Berlin.

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Credit: Tesla

Tesla CEO Elon Musk shared that Full Self-Driving (FSD) could receive regulatory approval in the Netherlands as soon as March 20, potentially marking a major step forward for Tesla’s advanced driver-assistance rollout in Europe.

Musk shared the update during a recent interview at Giga Berlin, noting that the date was provided by local authorities.

“Tesla has the most advanced real-world AI, and hopefully, it will be approved soon in Europe. We’re told by the authorities that March 20th, it’ll be approved in the Netherlands,’ what I was told,” Musk stated

“Hopefully, that date remains the same. But I think people in Europe are going to be pretty blown away by how good the Tesla car AI is in being able to drive.”

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Tesla’s FSD system relies on vision-based neural networks trained on real-world driving data, allowing vehicles to navigate using cameras and AI rather than traditional sensor-heavy solutions. 

The performance of FSD Supervised has so far been impressive. As per Tesla’s safety report, Full Self-Driving Supervised has already traveled 8.3 billion miles. So far, vehicles operating with FSD Supervised engaged recorded one major collision every 5,300,676 miles. 

In comparison, Teslas driven manually with Active Safety systems recorded one major collision every 2,175,763 miles, while Teslas driven manually without Active Safety recorded one major collision every 855,132 miles. The U.S. average during the same period was one major collision every 660,164 miles.

If approval is granted on March 20, the Netherlands could become the first European market to greenlight Tesla’s latest supervised FSD (Supervised) software under updated regulatory frameworks. Tesla has been working to secure expanded FSD access across Europe, where regulatory standards differ significantly from those in the United States. Approval in the Netherlands would likely serve as a foundation for broader EU adoption, though additional country-level clearances may still be required.

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Elon Musk estimates Tesla Semi could reach Europe next year

“We’ve got the Tesla Semi coming out, the heavy truck, and that’ll be going to Europe hopefully next year,” Musk said.

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Credit: Tesla

Tesla is preparing to expand its all-electric Semi truck program to Europe, with CEO Elon Musk indicating that the Class 8 vehicle could arrive in the region 2027.

Musk shared his update during an interview about Giga Berlin with plant manager André Thierig, which was posted on X by the official Tesla Manufacturing account.

“We’ve got the Tesla Semi coming out, the heavy truck, and that’ll be going to Europe hopefully next year,” he said.

Tesla has already begun limited production and customer deployments of the Tesla Semi in the United States, with the company working to scale output through the Semi factory near Giga Nevada. Considering Musk’s comments, it appears that a European rollout would be the next phase of the vehicle’s expansion beyond North America.

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Musk’s use of the word “hopefully” leaves room for flexibility, but the remark signals that Europe is next in Tesla’s commercial expansion plans.

Musk has consistently argued that electrification should extend beyond passenger vehicles. During the same interview, he reiterated his view that “all ground transport should be electric,” adding that ships, and eventually aircraft, would follow.

The Semi plays a central role in that strategy. Heavy-duty freight remains one of the most emissions-intensive segments of road transport, and European regulators have increasingly pushed for lower-emission commercial fleets. 

Tesla recently refreshed the Semi lineup on its official website, listing two variants: Standard and Long Range. The Standard trim offers up to 325 miles of range with an energy consumption rating of 1.7 kWh per mile, while the Long Range version provides up to 500 miles, which should be more than ample for European routes.

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Tesla Cybercab coming next to Giga Berlin, Optimus possibly after

“From a next major product standpoint, I think most likely is the Tesla Cybercab,” Musk said.

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Credit: Cybercab

Tesla could add the Cybercab and Optimus humanoid robot to the production lineup at Giga Berlin, as per recent comments from CEO Elon Musk. 

During a recent interview with Giga Berlin plant manager André Thierig, Musk identified the Cybercab as the most likely next major product for the German factory, with Optimus potentially following after.

“From a next major product standpoint, I think most likely is the Tesla Cybercab,” Musk said. He added that there are also “possibilities of Tesla Optimus” being produced in the facility.

Tesla has already begun production of the Cybercab in Giga Texas, with volume production expected to ramp this year. Based on Musk’s comments, it appears that if conditions align in Europe, Giga Berlin could eventually join that effort.

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The CEO’s comments about Optimus coming to Gigafactory Berlin are quite unsurprising too considering that Musk has mentioned in the past that the humanoid robot will likely be Tesla’s highest volume product in the long run. 

Giga Berlin will likely be able to produce mass volumes of Optimus, as the Model S and Model X lines being converted to an Optimus line in the Fremont Factory are already expected to produce 1 million units of the humanoid robot annually. 

Apart from his comments about the Cybercab and Optimus, Elon Musk also confirmed that Giga Berlin has started ramping battery cell production and will continue expanding Model Y output, particularly as supervised Full Self-Driving (FSD) gains regulatory approvals in Europe.

Taken together, the remarks suggest Berlin’s role could evolve beyond vehicle assembly into a broader multi-product manufacturing hub, not just a regional Model Y plant.

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